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Help Desk Analyst

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POST DATE 8/19/2016
END DATE 10/14/2016

The University of Chicago Campus - Hyde Park, IL

Campus - Hyde Park, IL
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Job Classification
Full Time
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The Help Desk Analyst performs on-site help desk duties in Information Technology at The University of Chicago Booth School of Business. Works as part of a help desk that offers single point of contact services. The Help Desk Analyst provides 1st and some 2nd tier support (calls, emails, walk-ins, voicemail), providing service to students, staff, faculty, and alumni. Monitors open issues and helps move them to resolution. Monitors/provides support (PC and printers) in the student computer lab in addition to providing front desk support. Participate in a rotation of people who provide on-call, off-hours support.

Log/resolve Help Desk contacts (calls, emails, walk-ins, voicemail) regarding:
-Network Connectivity
-PC, mac, printer and mobile hardware support
-Application support
-Audio visual requests
-Ad hoc requests
-Account creation and password resets

Promptly refer unresolved issues to 2nd level support.

Promptly refers urgent issues to the Help Desk Team Lead

Sends announcements to our customers regarding new offerings, outages and upgrades as needed or required

Monitor own open call log to ensure prompt resolution.

Utilize products in place (HEAT software) to monitor incidents and create daily reports.

Monitor student computer labs.

Fix student computer lab printer issues.

Serve in rotation for off-hours Help Desk support.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability.

The University of Chicago is an Affirmative Action / Equal Opportunity / Disabled / Veterans Employer.

Job seekers in need of a reasonable accommodation to complete the application process may contact Human Resources by calling 773-834-1841 or by emailing with their request.

Additional Benefits